VP/Director
Resume:
David E. O’Rourke, Jr.
Round Rock Texas 78681
Cellular Phone: 512-***-****
Email: ***********@*****.***
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Summary
17 years Executive Management Level experience (Vice President and Senior Director level)
Fortune 500 companies like GE and Gilat/Spacenet , midsize companies like Convio and Gilat LA, and start-up companies like Trillion Partners,
1500 Customers with estimated 300,000 sites
Experienced Director of both Software and Network Operations and Client/Field Support in 24/7 environment
Implement SalesForce.com at multiple companies
Implement ITIL model within last 3 companies
Successfully lead multiple company through SAS70 and PCIDSS audits
Managed annual budgets up to $20M+
Developed Metric Scorecards that not only guided all previous companies strategically but also saved an estimated $18M
Merger and Acquisitions (M&A) Experience
Ability to turn non-reference customers into reference customers in short period of time (Multiple former customers reference available)
Partnership with multiple companies strategically to enhance customer satisfaction
Built from the ground up to include all required infrastructure:
12 Network Operation Centers/Data Centers
12 Customers Call Centers
12 Engineering and IT departments
7 Field Service Departments
• 2 Nationwide Field Service departments
• 5 Field Service departments in 5 different countries
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Experience
January 09 – Present
Senior Director, Network/Software and Data Center Operations – Convio Inc., Austin, Texas
www.convio.com
Managed multiple Data Centers and Support Engineers in Austin Texas and Berkeley California
15 Employees
10 Direct Reports
Annual Operations budget of $5.5M
1,300 Clients – i.e. American Cancer Society, American Red Cross, Komen, NMSS
Supported and maintained 300 application and web servers set up in multiple cluster configuration
Supported and maintained 10 database servers
Developed and Implemented Operational Business Analysis data (Score Cards) which drove the strategic direction of the department
Planned and lead team through key equipment migrations all with zero client down time
Migrated multiple Oracle database servers from 9i to 10g
Migrated over 100 end of service life servers to new servers
Implemented Web Application Firewall product
Multiple other small projects
Lead the implementation and deployment of the ITIL process which included defining overall process for:
Incident Management
Problem Management
Change Management
Release Management
Developed and implement disaster recovery plan
Successfully lead company through SAS70 and PCIDSS Audits
May 05 – October 08
Director Network Operations, Data Center Operations, Field Services, and Customer Services – Trillion Partners, Inc., Austin, Texas (start-up)
www.trillion.net
In 3.5 years built Trillion Partners Inc from a $2.5M per year to a $20M per year company
37 Employees
8 Direct reports
29 Indirect reports
Annual Operations Budget of $5.7M
65 Customers with a total of 2,120 active locations
Sales and Marketing calls and visits to multiple customers
Developed, Implemented, and Maintained 87 Standard Operating Procedures (SOP) to guide the Operational Teams
Developed and Implemented Operational Business Analysis data (Score Cards) which drove not only the strategic direction of the company but also “told a story” that allowed a savings of $2.33M in 3 years
Annual Customer Satisfaction rating of 9.2 for Network Operations and 9.2 for Field Service out of 10.0. Rating is considered to be World Class. Survey completed by outside company (CSM)
1 of 5 core members of inside team to develop and launch Trillion Cellular Backhaul Network (www.trillionbackhaul.com)
1 of 4 core members responsible for merging with sister company located in another state (Trillion Digital)
Integrated the two NOCs with zero impact to customer base
Migrated to single Network Monitoring System from 4 separate systems
Migrated to single Ticket Management system
Merged and Migrated to single SOP platform for both companies
Migration of all IT services from Alabama to Texas with zero impact to internal and external customers
Built the Network Operations department
Network Operations Center (NOC)/Data Center
Network Engineering Department
Field Service
Safety and Training Department
IT Department
Designed and implemented Statement of Work (SOW) with 19 Field Service Partners throughout the United States to help our field maintenance team
January 2004 – May 2005
Director, Network Operations/Data Center Operations – Customer Services – GTECH Corporation, Austin, Texas
www.gtech.com
85 Employees
9 Direct reports
76 Indirect reports
Annual Operations Budget of $15M
8 Customers with a total of 120,100 active locations
Developed, Implemented, and Maintained 150 Standard Operating Procedures (SOP)
Developed and Implemented Operational Business Analysis data (Charts/Score Card) that drove a savings of $2M in 1 year.
Lead the implementation and deployment of the ITIL process which included defining overall process for:
Incident Management
Problem Management
Change Management
Release Management
Service Desk
Coordinated development and product initiatives with other departments and third party vendors.
Defined Network and system vision and architecture, design, benchmarking, documentation, and release management.
November 2000 – December 2003
Acting Vice President, Network Operations - Gilat Latin America, (sister co. to Spacenet below) Sunrise, Florida
www.gilat.com
120 Employees
10 Direct reports
110 Indirect reports
Annual Operations Budget of $19.7M
45 Customers with a total of 15,000 active locations
Developed, Implemented, and Maintained 75 Standard Operating Procedures (SOP)
Developed and Implemented Operational Business Analysis data (Charts/Score Card) which drove to a savings of $4M in 3 years
Built in 3 years Network Operations department of:
7 Network Operation Centers
7 Customer Care Call Centers,
5 Field Service Organizations
Successfully transitioned the Network Operation Center and Customer Care Call Center from the U.S. to Peru; saving the company $5.2M annually.
November 1995 – December 2000
Manager, Network Management Center, Customer Service Center and Field Services General Electric (GE) Spacenet Inc McLean, VA.
www.spacenet.com
135 Employees
15 Direct reports
120 Indirect reports
Annual Operations Budget of $20M
55 Customers with a total of 140,000 active locations
Developed, Implemented, and Maintained 150 Standard Operating Procedures (SOP)
Developed and Implemented Operational Business Analysis data (Charts/Score Card) which drove not only the strategic direction of the company but also “told a story” that allowed a savings of $6M in 5 years.
Customer Call and Operation Center handled on average 59,000 incoming and over 100,000 outgoing telephone calls per month
Developed and implemented ISO 9000 Standard Operation Procedures for the entire Network Management Center.
Key player in the implementation of the SAP ticketing system into the Spacenet
Key member of a rebuilding the customer team which turned the reference customer base of 0 to a reference customer base of 20 within 1 year.
Reduced turnover rate from 68% in 1997/1998 to 24% in 1998/1999 to 4% in 1999/2000.
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United States Air Force – 6 years - TOP SECRET Security Clearance
Education
Community College of Air Force – Associates Degree
Military USAF Satellite Operations Courses
GE Management Course (New York)
GE Future Leadership Course (FLC) 1996 – 1997 1 year program
Gilat Management training
4th Generation Management Training
ITIL Certified
University Management Training Certificates (multiple courses)
Stellar references available from: CEO’s, COO’s, customers, and employees
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